SmartBurn Questions & Answers

From my understanding that is how they work. As they heat up they release a gas that assists with clean burn. My indicator if they are working is how clean the glass door is on my combustion stove.

Hello Lochy, Thanks for your support of SmartBurn and for your question. Yes, those ingredients will still work outside the tube, however the lifespan will be reduced as they will vapourise away quickly.The only way that the contents can run out is if the tube is not completely level or is tipped in your firebox. We recommend placing in the front corner nearest the hinge and as best as is practical to keep the logs to the centre and other side if possible. Please send your address and details to us via email at admin@smartburn.com.au as we would like to send you a free replacement for your trouble. Thanks also Jono; yes the cleaner glass is a good indication that they are working well as it is for you. Many thanks Glenn @ SmartBurn.

Hello Terry, Sorry, I was away from the office on an end of season break. Yes, no problems at all. There is no food safety issue whatsoever for marshmallows, cooking stoves, baking or collecting rain water from your roof too. Thanks for your interest. Have fun!! Regards, Glenn

Hi Doug, We appreciate your many purchases and ongoing support. Great that you are seeing all of the benefits. We would love to arrange you a complimentary replacement, please contact us direct at the office on orders@smartburn.com.au Thanks and regards, [Name Removed]

I had this a few yrs ago. Then I used those small fire bricks and like another person in this forum? Did wired it to the brick. As during the fire time any larger wood pieces can slide onto and knock an unsecured smartburn over.

I accidentally knocked a SmartBurn over in the heater last night whilst loading more wood. It had only been in use for two weeks. I had it wired down on a fire brick to prevent knocking it over but I still managed to do so. It leaked a shimmering metallic substance that pooled into a little puddle. It looked like lead but I wasn't sure. In the morning after the fire had gone out I retrieved a small pancake of a dull silverish metal. It's high density, relative softness and malleability reaffirmed my suspicions that it was probably lead or at least a major part. But I won't know for sure until I get it tested. There were some lighter particles of matter still inside the tube that hadn't come out. These weren't metallic. In a previous year I had knocked one over at the end of the fire season and the SmartBurn had been in use for over two months. That time the spilt contents were dull grey, lighter and not metallic. At least not lead like. If this substance is indeed lead it has changed my view about using the product. I would like to see a MSDS about the ingredients so people can make informed decisions.

Thanks for sharing your experience. Yes, I'd like to see a MSDS too . Smartburn monitor this site so why haven't they answered my question?

Hello Steven and RA Country, Thanks, Yes I have been away doing training in stores, and not as responsive on here as I would normally be, thanks for your understanding. Stephen, you have been in touch directly with our office, thank you. We have emailed a detailed reply, the MSDS, plus a free replacement to you. RA, please send an email to orders@smartburn.com.au, mentioning this post, so that we can send you the SDS for your satisfaction.

For everyone else; Whilst the leaked material may look a little similar, SmartBurn most certainly does not contain any lead, nor aluminium, any heavy metal or component posing any health issue whatsoever. SmartBurn is safe for home heating, cooking stoves, pizza ovens and for collecting rain water from your roof. Tested to Australian Standards and reviewed by Government departments and Universities. Many thanks for your support and interest. Best wishes for a warm and safe winter. Regards, Glenn, Owner, SmartBurn.

Thanks for replying Glenn. We're away at present . Will contact your office for the MSDS after we get home.

Thank-you Glenn for your response and allaying my concerns and sending me the SDS. I am satisfied the product does not contain lead or any other harmful product and will now happily continue to use the product as it does work. It has been noticeably different (for the worse) in the short time I stopped using the product whilst I investigated. More smoke, more build up on the glass window, less complete burn etc.

Hello Hackers, Yes, if I understand your fire correctly, like that it would operate similarly to an open fireplace. We have 1,000's of customers using SmartBurn in open fireplaces and it works equally well, and hence will do so in your Chazelle. Only once the fire and SmartBurn have gone out cold, can you pick the SmartBurn tube up to clear the ash away; I would guess that your fire wouldn't be burning overnight like that anyway. Do not touch or move the tube when it is hot. I'd love to be able to chat it through over the phone to give you the best advice. Please phone me 08 9202 0700 if you are available. Regards, Glenn

It should, but it'll probably depends how bad it is, and remember, prevention is better than cure, once cleaned keep using SmartBurn periodically.

Hi Bev, Thanks for your purchase of SmartBurn and for contacting us. It is unfortunate that this has happened. Whilst those ingredients will still work outside of the casing, the lifespan will be reduced. It is important that the tube remains flat and level at all times as best as is practical in your heater. Please send your address details to orders@smartburn.com.au and we will gladly post you a free replacement SmartBurn. Many thanks Glenn

Hi Bev don’t be a fool like me I purchased 2 so called “smartburn” not at the same time and found it a waste of money did absolutely nothing finished getting in a chimney sweep to clean my chimney he also advised me it was a waste of time and money to buy this item. Contacted smatburn and they said they would call me still waiting for the call

Hi There, Thanks for your purchase of SmartBurn and for being in touch. Yes that will be the contents of the tube that have leaked out. Yes possible, rare and unfortunate. It is important that the tube is left flat and level to the side of the firebox and logs away from it as best as is practical. Please send your name and address details to orders@smartburn.com.au and we will happily post you a free replacement. Regards, Glenn

Agree with explanation. I have had it happen simply my own fault, accidently knocked the unit when putting more wood on fire. I then built a small unit to place unit in and had no further trouble

Why did my smart burn melt

Hi Sandra, The ingredients within the tube are designed to melt and sit as a liquid inside the tube when hot. Unfortunately for you at some stage the tube has been disturbed and was not completely flat or level. Please send your address details to orders@smartburn.com.au and we will post you a free replacement. Sorry that this has happened for you so soon in your usage. Thanks for your support, Regards, Glenn

Hi Irene, Thanks for your purchase of SmartBurn and question. It would seem that you most definitely have some blockage in your flue that should be cleared promptly. It could be that SmartBurn has loosened some of your existing buildup and that this could have fallen down to the point where it is sitting on top of your baffle plate and restricting your air flow. Smoke out of the joins in your flue is most unusual. is not good and likely something else is going on. Please phone me at our office 08 9202 0700 as I would like to help as much as we can and it will be easier to talk though on the telephone. I look forward to assisting you further. Regards, Glenn

As far as i know no but i do not have an open fire mike.

Hello Stone, Yes, you can use SmartBurn in your open fire. We have 1,000 of customers who do so. A couple of placement tips, the tube needs to remain completely flat and level and for that reason if you have a grate, then I would suggest placing the SmartBurn underneath the grate and just in from the ends. It is important also that the ends of the tube are not buried in ash, so when you fire is cold, scrape the ash away from near the ends of the SmartBurn tube. Depending upon the size of your fire and the length of your flue, sometime you will get a better result by using two units at the same time as this gives more active ingredients relative to the much higher amount of air going through your open fireplace. I would start with one first. Phone me at our office if I can be of more help. 08 9202 0700 Regards, Glenn

Hi Michelle, Yes, it is best if the SmartBurn is placed into your firebox when your fire is out cold or at least the coals have died right down. It is important that the SmartBurn tube is set up completely flat and level within your firebox, and is best in the front corner nearest the hinge. Please don't just throw it in when your fire is hot. The ingredients melt and sit as a liquid inside the base of the tube and for that reason it needs to be carefully placed level. Thanks for your interest in SmartBurn. Regards, Glenn

Hi Michelle, As you would expect, the advice given to you from Glenn of SmartBurn is absolutely correct. However, I would take his advice a step further. I believe that the SmartBurn should be set up in the firebox so that it is not displaced by moving logs. The bigger the log, the greater the chance of it moving during the combustion process. I have quite a large firebox and have found it necessary to fix the SmartBurn tube to quite a heavy firebrick to minimise the chance of it tipping over and spilling the “magic” ingredient into the ash pan. This method may not be as important if your stove has a small firebox and only relatively light weight wood is used.

How did you fix the tube to the firebrick please? Judy

I find that placing the Smart Burn flat on a brick on the side of the firebox is best. I am careful to keep the wood away from it Unfortunately I must have bumped it as today I found the silver metal in the firebox when I was cleaning it out!

Hi Lorraine, Thanks for your purchase, use and support of SmartBurn. I am sorry to hear that this one has leaked for you, especially since you have taken good care to prevent this. Please send an email to our office at orders@smartburn.com.au and include your postal address and we will gladly send you a free replacement unit. Many thanks Glenn

Dark stain on your glass usually means damp or green wood. If you keep your wood very dry and only use seasoned timber (i.e. at least one winter and one summer after cutting) you should not have a problem.

Agree fully with Bruce D. It points towards green or damp/wet wood, Cheers.

I am also in the country, but would not recommend cattle rail (steel). Better off with an ordinary clay paver brick or half a clay house brick. Don't use concrete bricks because they dry out very quickly and collapse. I found there are not many places out here you can get a firebrick - although if there is a fire heater or wood stove service shop in your town they will sometimes have a few spares around.

Hi Jenny you definitely will need a fire brick we got ours from our hardware shop in our town Don't use a ordinary house brick there is a possibility it may explode. Cheers.

Jenny, Did you know you can get firebricks from SmartBurn for only $10? Why look any further? They are terrific and fit perfectly without taking out any extra space. And the service at SmartBurn is second to non. (the beauty of a family business that cares:) Mike Stav

Hi Doc, This is a little bonus offer that we do at the start of each season and as such the bonus does not show on our website. If you contact us via orders@smartburn.com.au or 08 9202 0700 we can kindly arrange some for you. Regards, Glenn

I have never had a problem with my smart burn. Never had any leakage at all. Im sorry but don't know what has happened with yours. I am very happy with mine and it keeps the glass nice and clean as well.

I don’t know what happened and why it leaked out . It didn’t keep my glass very clean either. Watched the videos to make sure I did everything right. Nothing more I could have done. Maybe it was a faulty one.

Rosie, I also found that smart burn didn’t clean the combustion heater glass nor did it improve the wood burn. I then had my flue cleaned along with the heater, no better. The tradesman that cleaned the flue stated he was experiencing similar issues in many jobs and advised the major problem is that there is too much moisture in the wood we are currently able to purchase. Given the past bushfires, wood is scarce and not of the best quality given the wet winter we have experienced. Therefore I can’t blame the Smart Burn for not living up to its reputation. I did not however have the contents leak out, probably my fire didn’t get hot enough!

Rosie, I have one question, what did the piece you found in your heater look like and how do you know it came from inside the Smart Burn?

Thank you Robyn for your reply. The piece looks like the shape of a hand gun it is 6cm x 8cm. It is a silvery bluey colour. The smart burn only has a very small piece left in it. I was also told the wood will burn more efficiently so use less wood. This wasn’t the case after it leaked out I was thinking something wasn’t quite right with it. We had our house rebuild so had a new wood fire. Our wood is our own off our property here so it was dry at the time.

Rosie, I just checked mine and it is empty as well! Most of my wood came from Cobar, some off my property in Mudgee and just in case it was the wood I purchased 4- 20kg bags from Bunnings with the same result. Based on my experience, I would not recommend this product.

Robyne I also would not recommend this product as well. I don’t know if anyone else has checked their smart burn to see if they have any of the contents left inside. You have also tried different wood so that isn’t the problem.

Hi Rosie, Thank you for your support and interest in SmartBurn. Reading all your comments now that I am in the office this morning. It is unfortunate that your unit has leaked out, possible but not common. The ingredients will still outside of the tube, however the lifespan will be reduced. Please contact us direct on orders@smartburn.com.au with your postal address so that we can send a replacement unit. Excess temperature does not cause the unit to leak out. the ingredients don't expand or boil over. It has simply at some stage been disturbed or not level when heated. What you say about wet wood this year is very true. We wrote an article in our newsletter this year predicting what your chimney sweep has confirmed about shortage of good wood supplies doe to the unfortunate bush fires. Best wishes to you and we look forward to hearing from you. Regards, Glenn

Glenn I was the one commenting on moisture in wood as stated by my chimney sweep. I too have nothing left inside my Smart Burn, it is quite empty and a sliver piece of melted metal was found in my fireplace. I purchased my Smart Burn from Bunnings Mudgee and 2 fire bricks to place it on directly from your web site. I am sorry to say the product does not live up to your advertising claims and is a costly disappointment. I have only had my product some 3-4 weeks and only discovered 1 day ago that it was empty and the silver slab I found in the heater was indeed the filling. I only became aware of this after speaking with Rosie.

Can u use a normal brick with the smart burn sitting on it

Hello kristy, a normal house brick is not heat resistant and can explode in your fire box therefore I only use the bricks supplied at BBQs Galore that is where I purchased my smart burn from. Any place that sells wood heaters should have the bricks. If you go to you tube and look up SmartBurn Placement in a firebox they explain why you shouldn’t use a house brick and show you how to use the smart burn. Hopefully this is of some help Rosie.

Thanks Kristy for your interest and Rosie for your excellent answer. The firebrick is optional, and serves to raise the tube above the ash level so that the ends are free to breathe and release the active ingredient. Placing on the floor of the firebox is ok as long as the tube does not get buried. Many thanks Glenn

I do not have experience with a Wood Pellet Fire so I can't answer your question. Just send Smartburn a query.

Hi Mike, Thanks for your interest in SmartBurn for your pellet heater. Yes you can use SmartBurn and we have many customers that do so in their pellet heaters. It is unlikely that you will have flue blockage issues, nor much smoke pollution, however you are probably struggling to keep the glass door clean. The challenge is to find a suitable place or way to support the SmartBurn so that it is flat and level within the limited space inside your burn chamber. If you can place it suitably then, yes you should get an improvement with SmartBurn. Best wishes. Glenn

Thanks for your quick response Glen I'm off to Bunnings to get one and give it a try.

Thanks Mike. Phone me at our office if I can be any further help with placement. 08 9202 0700.

Hi Amy, Thanks for your purchase and great question. No the SmartBurn will not contribute to any corrosion of the materials of your wet back, firebox or flue. We have invested in extensive corrosion testing with SGS Certified Laboratory to substantiate and demonstrate this claim of no contribution to corrosion. The SGS corrosion test report is available for viewing on our website. Some powder type chimney cleaning products contain salts that over time can contribute to corrosion, but not SmartBurn. Sounds like you have a nice heating system, enjoy! Best wishes Glenn

Hello Mary, thanks for your purchases of SmartBurn and also for being conscious of good operation of your wood heater. The contents of the SmartBurn will still work when outside of the tube, however once exposed they will evaporate off quickly, and whilst you will give your flue a good clean, you won't get the few months expected lifespan. The tube is best placed in the front corner nearest the hinge and as best that you can, place the logs further to the other side and avoid overloading the firebox. Please contact us our office so that we can arrange a replacement unit for you. orders@smartburn.com.au Regards Glenn